Refund policy
Thank you for shopping with The Turtle Tribe.
We want you to be happy with your purchase. If you're not completely satisfied, please review the policy below.
Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return:
- the item must be unused, unopened, and in its original packaging;
- the item must be in the same condition that you received it; and
- you must contact us before sending the item back so we can provide return instructions.
For hygiene reasons, we cannot accept returns of opened toothbrushes, dental floss, toothpaste tablets or other oral care products unless they are faulty or were supplied incorrectly.
Change of Mind Returns
If you change your mind about your purchase, you may return eligible unopened items within 30 days of delivery.
Customers are responsible for the cost of return shipping. Original shipping charges are non-refundable.
We recommend using a tracked shipping service, as we cannot issue a refund for items that are lost in transit.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery at contact@theturtletribe.com.au with your order number and photographs of the issue.
Once we have reviewed the information, we will arrange an appropriate remedy, which may include a replacement, store credit or a full refund.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Depending on your payment provider, refunds may take 5–10 business days to appear in your account.
International Orders
The Turtle Tribe ships orders internationally from Australia.
Customers are responsible for any return shipping costs unless the item is faulty, damaged or supplied incorrectly.
Any customs duties, import taxes or similar government charges paid to your local authorities are non-refundable unless required by applicable law.
Bamboo Products
Our bamboo toothbrushes are made from natural bamboo.
To maximise the life of your toothbrush, store it in a dry, well-ventilated area between uses and avoid prolonged exposure to moisture. As bamboo is a natural material, mould or deterioration resulting from improper storage or use is not considered a manufacturing defect.
Contact Us
If you have any questions about this Refund & Returns Policy, please contact us:
Email: contact@theturtletribe.com.au
Mail:
The Turtle Tribe
PO Box 173
North Tamborine QLD 4272
Australia